Overview: As competitive pressures within the communications market continue to intensify, Communication Service Providers (CSPs) are forced to devote more resources to defending their customer base against poaching. Given the increasing number of players in the market (traditional telecom, cable, broadband phone providers) and the increasing number of options (wireless, fixed PSTN, VoIP), CSPs are being forced to devote more resources to their customer retention strategies. As a result, increased focus has been placed on customer service as a both a competitive strategy and a survival strategy, perhaps more intensively here than in any other industry.